My wife and I stayed at this hotel for 3 nights in May 2014. Being a luxury collection property we expected something special. They say first impressions are lasting impressions. We arrived by taxi - there was no doorman available so we took our own bags in - no big deal. Check in was fine and we reached our room to unpack. The room was very cold and we attempted to warm it up with the available heating options. It soon became clear that a cold draught was coming through a small ventilation shaft in the room ceiling immediately above the bed. We called front office to ask if the vent could be closed - answer no. Explanation was that the external ventilation shaft entrance circulated external weather conditions throughout the entire hotel. Outside it was raining, very windy and very cold hence the outside wind driving the cold air into the ventilation shaft and circulating that cold air throughout the hotel. Not willing to sleep under a cold breeze and risk catching flu we asked for an alternative room. We were shown two alternatives - one at the front with street frontage. Being a heritage building there was no double glazing in the windows so room was subject to street noise. We declined and took the second room, number 003, which was up the grand staircase (2 flights), through a door, then a second door then up a narrow winding staircase. The room was tucked away in a corner of the hotel but was quite large. The ventilation was above the door at the end of the bed and faced the television so the incoming cold air was blowing away from us. We ran the heaters for the entire time to keep the room at a comfortable temperature. All good from here - no. On both days housekeeping failed to properly service the bathroom either not stocking up basics like toilet paper or sufficient towels. Our requests for these items was promptly met but should not have happened in the first place. The room had 2 windows - it was raining heavily most of the time we were there and both windows leaked. We had a pool of water on both sills which ran over to the carpet. We alerted concierge who came and mopped up and assured us it would be attended to. Alas, the water was still running in when we left. On the occasions we raised issues with front office/concierge, they were addressed but the assurances we received that it would not happen again or it would be fixed never materialised - nice words but no actions. Next, the beds here have overhead canopies. Looks nice. I happened to knock the underside of our canopy with my arm when putting on a sweater and received a shower of dust and fluff. A look at the canopy top revealed a large collection of fluff that appeared to have been there for some time. When drawing the room curtains it was found they were in similar dusty condition. Given the location of this room my guess is that it does not get a lot of use and therefore is not regularly attended by housekeeping. If I am wrong here then housekeeping do not do a good job. The restaurant - there were two options here, the fine dining area and the area outside fine dining. We opted to sit outside the fine dining area. The food served was nice but again the service lacked what one would expect from a luxury collection propertyor indeed even a nice restaurant. We had to ask for bread, we had to ask for the sweets menu and were never asked whether we were enjoying our meal. At breakfast on the last morning, albeit we were early, there were insufficient cereal bowls so staff substituted with paper plates. There was one nice touch here in that a young lady named Kim looked after us each morning at breakfast, quickly memorising our friut juice choices, tea and toast requirements. She was fantastic. A lot more Kim's would have made our stay here more enjoyable. In the breakfast/dining area there were several chandeliers. The one above where we sat had several blown light bulbs. From an appearance perspective I would have thought maintenance would promply replace blown light bulbs - no. Was not a good look, particularly in this property. On check out the printer wasn't working so I had to have my invoice emailed - on checking, yes, an overcharge on a breakfast which was promptly reimbursed. Am I being too critical here with what I have said - probably. However, I have stayed (and lived) in 57 different Starwood properties, 14 of them have been luxury collection properties. This has been by far my worst Starwood experience. In summary, if you want a comfortable room without a cold breeze in a professionally maintained property and to be looked after by staff who seem to be enjoying their roles and displaying a service culture then DO NOT stay here.
- Official Description (provided by the hotel):
- Historical grandeur and elaborate elegance, Hotel Des Indes is a haven of luxury in the heart of The Hague. This five star deluxe retreat already embraces you even before you enter with the yellow facade and features a 315-square-metre health club, exceptional restaurant and sophisticated meeting facilities. Each room blends contemporary amenities with iconic architectural statements. ... more less
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- Also Known As:
- Le Meridien The Hague
- The Hague Le Meridien